NOC Operator - Tier One (Government)

AT&T - PURCELLVILLE, Virginia

 Candidates will be assigned duties within Network Operations Center responsible for monitoring current network status; responsible for troubleshooting outages using variety of router, switch and firewalls commands. Support incoming technical calls from multiple customers and assist either through initial troubleshooting, creating trouble tickets, reporting status of resolution, or elevating trouble tickets for Tier II/III engineers support.

Specific duties include (but are not limited to):

• Responds to alerts from centralized management system to maintain health of platform
• Troubleshoots, evaluates, tracks, and manages network problems and recommend the best solutions while escalating to higher tiers according to NOC procedures
• Performs initial troubleshooting, problem analysis and isolation of network and system events in accordance with NOC incident management guidelines
• Understands and responds properly to escalation procedures
• Provides quality, timely and accurate end-to-end support of any issues within functional area of responsibility-this includes (but not limited to) phone, email and documentation/tracking of the incident in the ticketing system
• Enters data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information
• Escalates outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time
• Monitors and tracks scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities
• Provides input and feedback for the development and improvement of NOC
• Think, reason, and act to minimize or prevent service interruptions and degradations
• Aggressively investigate and identify issues or potential issues and respond appropriately
• Quickly and accurately communicate the status to appropriate personnel
• Exercise good judgment, make sound decisions, and drive restoration efforts
• Provide Tier 1 backend troubleshooting and support across all teams, engineers and systems.
• Assist other Teams with critical maintenance and tasks as requested

Work Hours: Monday thru Friday 0800 to 1700 HST* (Hawaii Standard Time)
* 1400 – 2300 EDT (During months of Eastern Daylight Savings Time)
   1300 – 2200 EST (During months of Eastern Standard Time)
Problem Solving Ability, Creative Thinking. Behavioral Competences: Persuading & Influencing, Applying Expertise & Technology, Analyzing, Delivering Results & Meeting Customer Expectations.

Minimum experience and education:

• 2-4 Years in Technical support, IT support or Call Center environment
• Familiarity with Remedy call tracking /ticket management systems
• Knowledge of IP Networking concepts

Required Clearance: Current SECRET Level Clearance.

Desired: ITIL Practitioner Level (or above) certified a plus Degree in Computer Science, Electrical Engineering, or equivalent Military experience and training

AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

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Posted: 30+ days ago

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